Client Onboarding

This SOP covers the steps involved in bringing a new client into the Inkblot workflow, from initial contact through to project setup. It is part of the Inkblot SOP Library — a reference set of SOPs that are activated selectively as needed.

Overview

Client onboarding is the process that bridges the gap between winning a lead and starting a project. A smooth onboarding sets expectations, establishes communication channels, and ensures the project team has everything they need to begin work. The goal is to make the client feel confident, informed, and ready to collaborate.

Steps

1. Initial Contact

• Lead is captured in the Leads space on ClickUp (Primary Leads, Dripify Campaign, or Organic Connection Wishlist)
• First point of contact is typically Jonathan (CEO) or Hilde (Brand & Marketing Director), depending on the enquiry type
• Acknowledge the enquiry within one business day
• Log the lead details in ClickUp with source, contact information, and service interest

2. Discovery Call

• Schedule a discovery call to understand the client’s business, goals, and project requirements
• Use the Proposal Meetings workflow in ClickUp to track the meeting
• During the call, gather:
  • Business context and target audience
  • Project scope and desired outcomes
  • Budget range and timeline expectations
  • Technical requirements or constraints
  • Decision-making process and key stakeholders
• Capture notes directly in ClickUp or Google Drive

3. Proposal & Agreement

• Create a proposal using the appropriate template from the Proposals space (CI, UI/UX, Web, Marketing, or Commerce)
• Proposal should include scope of work, deliverables, timeline, pricing, and terms
• Share the proposal with the client for review
• Negotiate terms as needed and finalise the agreement
• Once accepted, move the lead from Proposals to an active project

4. Account Setup

• Create a project in the relevant ClickUp project list (e.g., 2025 Web Dev Projects, 2025 UI/UX Projects)
• Set up a shared Google Drive folder for the client using the standard folder structure
• Create any required Slack channels or communication threads
• For web projects: set up the GitHub repository, Vercel project, and Sanity studio as needed
• Share access credentials and links with the relevant team members

5. Kickoff Handoff

• Transition from onboarding to the Project Kickoff SOP
• Ensure the project brief, scope document, and all discovery notes are accessible to the project team
• Confirm the project lead and team assignments
• Schedule the internal briefing and client kickoff meeting

Templates & Resources

• Proposal templates — Located in the Proposals space on ClickUp, organised by category (CI, UI/UX, Web, Marketing, Commerce)
• Living SOW Snapshot — Template for maintaining a real-time, always-updated SOW Snapshot for any active client project (currently in drafting)
• Client folder structure — Standardised Google Drive folder template

Owner

Adriana van Rooyen (Project & Operations Manager) is the primary owner of the client onboarding process, coordinating with Jonathan de Kock (for technical scoping) and Hilde Franzsen (for branding/marketing scoping) as needed.